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grahamperrin

2.0.15.12 Code 19010 'unable To Install Updates' Following Application Of An Extended Plus Key On A Second Computer

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I see another topic False "unable To Install Updates" in 2.0.14.91 & .99 but I'll keep this one separate in case the situation is different. Also http://forum.immunet.com/index.php?/topic/6-screenshots-templates-samples/page__view__findpost__p__415 mentioning

 

19010 = Unable to install updates

 

Connected via RDP to a computer running XP, in Immunet Protect 2.0.15.12 I pasted my key and clicked — possibly twice† — on the button to apply the key.

 

As expected: updates download, but installation fails.

 

Screen shots etc. to appear at http://www.wuala.com/%23%23ClamAV/005


† Off-topic: parts of the UI of Immunet Protect seem to sometimes not refresh whilst controlling via RDP.

Edited by Graham Perrin

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Guest Orlando

I see another topic False "unable To Install Updates" in 2.0.14.91 & .99 but I'll keep this one separate in case the situation is different. Also http://forum.immunet.com/index.php?/topic/6-screenshots-templates-samples/page__view__findpost__p__415 mentioning

 

 

 

Connected via RDP to a computer running XP, in Immunet Protect 2.0.15.12 I pasted my key and clicked — possibly twice† — on the button to apply the key.

 

As expected: updates download, but installation fails.

 

Screen shots etc. to appear at http://www.wuala.com/%23%23ClamAV/005


† Off-topic: parts of the UI of Immunet Protect seem to sometimes not refresh whilst controlling via RDP.

 

Have you tried a reinstall? Reinstall Immunet and if the problem occurs again, try to reactivate the connection to the Internet. If the problem persists, please send an email to support@immuet.com with your photos.

 

Regards,

Orlando

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1. uninstalled from C:\Program Files\ClamAV for Windows\2.0.15\

 

2. opted to retain history etc.

 

3. restarted the OS

 

4. logged on to Windows using the same credentials

 

5. downloaded the installer from Immunet, running without saving

 

6. pasted my key

 

7. opted to not send files to the cloud

 

8. installed to default C:\Program Files\Immunet Protect

 

9. declined the Ask-related invitation

 

10. skipped the flash scan

 

11. cancelled the registration dialogue†

 

12. clicked Update Now

 

> Unable to install updates

 

13. without closing that small dialogue, clicked Update

 

> Unable to install updates

 

— same as is seen in shot 004 at http://www.wuala.com/%23%23ClamAV/005

 


† Off-topic: I was half-surprised to see that, half-expected the registration to have occurred around the time of purchase.

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I see another topic False "unable To Install Updates" in 2.0.14.91 & .99 but I'll keep this one separate in case the situation is different. Also http://forum.immunet.com/index.php?/topic/6-screenshots-templates-samples/page__view__findpost__p__415 mentioning

 

 

 

Connected via RDP to a computer running XP, in Immunet Protect 2.0.15.12 I pasted my key and clicked — possibly twice† — on the button to apply the key.

 

As expected: updates download, but installation fails.

 

Screen shots etc. to appear at http://www.wuala.com/%23%23ClamAV/005


† Off-topic: parts of the UI of Immunet Protect seem to sometimes not refresh whilst controlling via RDP.

 

 

Graham,

 

Can you please send the following items to support@immunet.com:

 

From the command line I will need:

 

dir /s "%programfiles%\Immunet Protect" > %userprofile%\desktop\ImmunetDirectory.txt

 

The resulting file, ImmunetDirectory.txt is the first file I will need you to send.

 

The other file is a support snapshot:

 

http://support.immunet.com/tiki-read_article.php?articleId=10

 

Also, can you please try completely shutting down MSE and attempting this as well as verifying how much disk you have available?

 

Cheers,

al

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Files etc. e-mailed as requested.

 

completely shutting down MSE

 

Is it enough to disable real-time protection in MSE?

 

I did that then attempted an update in Immunet Protect but again,

 

> Unable to install updates


I'm tempted to uninstall plus remove history, quarantine etc. but will await advice.

 

I wonder whether this computer had a release candidate or late beta before 2.0 was released. Might that make a difference?

 

Also, that uninstall path —

 

C:\Program Files\ClamAV for Windows\2.0.15\

 

— I guess that at some point in the past I installed the ClamAV for Windows brand (but the uninstall was of the Immunet Protect brand).

 

Cheers

Graham

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Guest Orlando

Is it enough to disable real-time protection in MSE?

 

Try disabling the service and after stopping the running process. About the service should disable this: "Microsoft Antimalware Service"; regarding the process I can't help you, open the task manager and end the process.

 

Regards,

Orlando

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Guest Orlando

Thanks, Orlando. I did those things then attempted an update of Immunet Protect but again it failed.

 

Immunet reference for this topic is #800 and a snapshot etc. has been sent.

 

Have you got a firewall? The problem might be it.

 

Orlando

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I added Immunet Protect to the excepted programs in Windows Firewall, tested, no improvement. Removed the exception.

 

Temporarily disabled Windows Firewall, tested, no improvement. Re-enabled.

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I tried uninstalling, restarting the OS, reinstalling

not to C:\Program Files\Immunet Protect

instead to previously populated C:\Program Files\ClamAV for Windows

 

Installing as free, without a key, updating, failed.

 

Uninstalled, restarted. Then remaining:

 

Directory of C:\PROGRA~1\CLAMAV~1

03/09/2010  16:18    <DIR>          .
03/09/2010  16:18    <DIR>          ..
29/06/2010  07:57    <DIR>          1.0.26
30/08/2010  09:42    <DIR>          2.0.14
03/09/2010  16:17           698,368 cache.db
03/09/2010  16:17         6,300,672 history.db
03/09/2010  16:18               450 immpro_install.log
03/09/2010  16:14             3,260 local.xml
09/06/2010  10:52    <DIR>          Quarantine
03/09/2010  16:18    <DIR>          tetra
03/09/2010  16:18    <DIR>          update
              4 File(s)      7,002,750 bytes
              7 Dir(s)  134,094,163,968 bytes free

 

and C:\Program Files\ClamAV for Windows\immpro_install.log comprises::

 

Sep 01 18:51:25: Setting Cleanup Event
Sep 01 18:51:25: caSetUninstallFlag: Entering Launch Elevated
Sep 01 18:51:25: ERROR: caSetUninstallFlag: Failed to open event.
: 2 : The system cannot find the file specified.

Sep 03 16:18:01: Setting Cleanup Event
Sep 03 16:18:01: caSetUninstallFlag: Entering Launch Elevated
Sep 03 16:18:01: ERROR: caSetUninstallFlag: Failed to open event.
: 2 : The system cannot find the file specified.

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